By: Richard Albrecht
The Folks on the Phones
At onPeak, our Customer Care team is where great service becomes real. Most bookings happen online, but when someone needs help, clarity, or a fast fix, this is the team that steps in and delivers. They’re the steady voice on the other end of the line, turning moments of uncertainty into confidence and keeping every interaction aligned with the high bar our clients expect.
Professional & Polished
First, let’s meet the team behind the magic:
• John Hunt, Senior Director of Reservations Services
• Meah Gordon, Reservations Services Supervisor
• Joseph Mogro, Reservations Services Lead
• Carrie Benoit, Reservations Specialist
• Erin Eddy, Reservations Specialist
• Cynthia Encinosa, Reservations Specialist
• Desiree Frazier, Reservations Specialist
• Arthur Greenfield, Reservations Specialist
• Crystal Herrera, Reservations Specialist
• Tisha Hunter, Reservations Specialist
• Gina Larde, Reservations Specialist
• Vicky Ortega, Reservations Specialist
• Joanelly Perez, Reservations Specialist
• Jacqueline Robinson, Reservations Specialist
Built In-House, Built to Lead
What makes this group truly stand out? It’s all in-house. While others outsource, onPeak has built a contact center packed with expertise, experience, and deep product knowledge. Handling roughly 100,000 calls a year, this team has seen just about everything — and solved it. And the result: faster answers, thoughtful resolutions, and a level of professionalism that builds instant trust.
Turning Moments into Positive Outcomes
Their impact speaks for itself. Feedback consistently shows that while challenges often begin before a customer calls, it’s our agents who turn things around. They untangle complex reservations, manage booking changes, and provide the clarity customers need to move forward with confidence. Time and again, they turn frustration into relief — which is exactly why satisfaction scores remain so strong.
As John says: “At the end of the day, we just want every person who calls us to feel like they’re in good hands. No matter the situation, our team shows up ready to help and make things easier.”
Smarter Tools, Stronger Team
Behind the scenes, they’re also getting sharper every day. With tools like Sharpen CX AI, agents receive real-time guidance, smarter insights, and streamlined workflows that help them communicate clearly and resolve issues faster. Pair that with a highly tenured team — spanning decades of experience — and you’ve got a powerhouse operation that blends human expertise with smart technology.
The Power Behind the Experience
Bottom line: this is a team that delivers under pressure, elevates every interaction, and quietly powers the customer experience that defines onPeak. When things go right — or when they almost didn’t — it’s often because of the folks on the phones making it happen.
